More consumer gripes: Martyn James
We put YOUR questions to consumer expert Martyn James.
Martyn James from Resolver answers our viewers questions. Martyn gives you the lowdown on your consumer rights so that you can complain more effectively.
Wendy has been charged Β£4500 by her property management company to repair the balcony on her apartment. She already pays an annual service charge of Β£1300 and has building insurance. Does she have to pay?
There are lots of potential arguments about who is liable here, but in my experience, these disputes can be messy. The good news is there are a number of potential resolution schemes that Wendy can go to. Top of the list is the Property Ombudsman https://www.tpos.co.uk/ - just check their site to see if the property management company is a member. If it isn’t, check the letters from the company and if they are the member of a scheme, the logo should be on the bottom of the letter.
Pam from Whitstable has been told that her energy supplier is being taken over by another company. She was given no warning and has never heard of the new provider. Is this a scam, or normal procedure?
Pam is right to be cautious about scams – and she should never hand over her personal details after receiving an email or a letter. However, the big electricity companies are now obliged to write to you to tell you of other potential suppliers who are offering better deals than the one you are on, so you don’t end up overpaying. Call the number on your telephone to confirm if the letter is legitimate – and swap if you can get a better deal!
Daniel sold his mobile to a tech store in August for £251 – but many weeks and emails later he still hasn’t received his money. What can he do?
This one is tricky as we need to know if the business is ‘legitimate’. If Daniel has handed over his phone, he should report the business to Trading Standards asap who may already be investigating. He should contact them through his local council, where the officer will be based. Check online to see if anyone else is having a similar problem too.
David from Edinburgh paid Β£120 to have the grill replaced in his new cooker - but 9 months later it's broken again. Is there a fault with the product?
As I mentioned on the program yesterday, I can’t cook so I wouldn’t know if there’s a fault! However, this is all very pricey so he should contact the manufacturer and ask for a repair or replacement. He can do this even if he’s over the standard 6 months since purchase, which we often discuss on the show, though he’s less likely to get a refund. Check online to see if other people are reporting similar problems – it boosts your argument. And dig out any warrantees or arguments that may have been sold or been given with the policy – these can extend your rights by two years or more.
Dawn has asked why her newly-retired husband's car insurance has risen so sharply. The company says it's because retirees drive more. Is this right?
Insurers can increase your premiums for pretty much anything! But that doesn’t mean it’s fair. So, get in touch with your insurer and say you’re going to another provider. You might find they’re willing to knock off quite a bit of money – sometimes hundreds!
